Combined Financial Services Guide and Product Disclosure Statement TravelCare scti.com.au

Transcription

1 Effective from 11 September 2018 Combined Financial Services Guide and Product Disclosure Statement TravelCare scti.com.au

2 Quick check Here s a quick list to help you understand what to do before your trip and what to do if something unexpected happens. What to do before you travel Double check the information in your policy documents With so much to plan, it can be easy to overlook mistakes. We recommend you double check your latest Certificate of Insurance and any special conditions we may have sent you (including any Endorsements to your Certificate of Insurance) before your journey. Find out whether it s still safe to visit your destination Events such as volcanic eruptions and snow storms can be unpredictable. That s why it s important to visit the Smart Traveller website at immediately prior to your start date of journey, and departure to each destination (if you are travelling to multiple destinations during your journey). Search for your destination to see the latest travel advice and safety tips. A do not travel or reconsider your need to travel alert may affect your cover. Find out more in Section F Travel warnings. Tell us about any health changes If the health of anyone listed on your Certificate of Insurance changes (no matter how big or small), you must tell us so we can carry out a medical assessment. Find out more in Section B7 New health events exclusion. What to do if you need our help before you travel If something unexpected happens and you decide to delay or cancel your journey, please get in touch with us as soon as practicable as it may affect the amount you can claim for. You must also notify your service providers as soon as practicable to prevent losses, such as loss of deposit or additional fees being charged. Find out more in Section D2 Cancelling or changing your journey before you leave. What to do if you need our help while you re overseas What should I do if I need to visit a hospital, require a surgical procedure/treatment or anticipate my medical costs are likely to be more than $2,000? You or someone acting on your behalf must contact Southern Cross Emergency Assistance for prior approval as soon as practicable on Keep hold of your receipts and any doctor s notes as we will need to see these. Find out more in Section D1 Medical and evacuation. What should I do if I need to visit a doctor or dentist for a minor condition? If it s just a minor medical complaint that requires treatment, you will need to pay for the cost up-front and make a claim online. If you need specialist treatment (including physiotherapy and chiropractic treatment) you must get a referral from a registered medical practitioner. Keep hold of your receipts and any medical notes as we will need to see these. Find out more in Section D1 Medical and evacuation. What should I do if my belongings have been lost, stolen or damaged? It s important to keep your personal belongings on you or locked away in the accommodation safe. However, if any of your items are lost, stolen or damaged, it s important that you tell the appropriate authorities (such as the police, hotel security or airline) as soon as practicable so they can provide you with a full written report, detailing the incident. If the incident happened whilst your belongings were in the care of a service provider (including scheduled transport providers, hotels, travel or tour operators) you will need to report this to them and file a claim with them first. If your bank cards, travel documents or passports are lost, stolen or damaged you must also report this as soon as practicable to the issuing authority and take appropriate cancellation measures. Find out more in Section D5 Cash, bank cards, travel documents and passports. What paperwork should I obtain to help support my claim? If something does go wrong on your journey, it s important to obtain and keep hold of all necessary paperwork, including receipts, proof of refunds, translations, reports and correspondence from registered medical practitioners, police, security, appropriate authorities and service providers (including scheduled transport providers, hotels, travel or tour operators). Our online claims tool means you can easily make a claim from anywhere in the world.

3 Contents A. Getting started Section A Getting started 01 Section B Cover for health conditions 09 Section C Cover for pregnancy 11 Section D What is and isn t covered 12 D1 Medical and evacuation D2 Cancelling or changing your journey before you leave D3 Changes to your journey once you have left D4 Baggage and personal items D5 Cash, bank cards, travel documents and passports D6 Personal accident D7 Personal liability D8 Rental vehicle excess D9 Optional: Moped and motorbike cover D10 Optional: Skiing and snowboarding cover Section E General exclusions 33 Section F Travel warnings 37 Section G Financial Services Guide 38 Section H Definitions 40 How you can reach us us: info@scti.com.au Call us from Australia: Call us from overseas: Call Southern Cross Emergency Assistance from overseas: B. Cover for health conditions C. Cover for pregnancy D. What is and isn t covered E. General exclusions F. Travel warnings G. Financial Services Guide H. Definitions

4 Section A Getting started A. Getting started A1 Understanding your policy We want you to have a safe and pleasant journey, and to be confident knowing what you are covered for if the unexpected happens and affects your overseas journey. This document is called a Product Disclosure Statement (PDS). It contains information on the TravelCare benefits, terms and conditions (including limitations of cover) and your obligations. It is designed to help you decide if this travel insurance is right for you. To help keep things easy, from this point forward we will simply refer to this as the policy. This policy provides cover for unexpected events affecting your leisure journeys overseas (i.e. going on holiday and visiting family/friends) and non-manual work (i.e. attendance at a work conference, trade fair, business training course, business meeting or officebased work). This means if you are undertaking any other work including any manual activity, manual work or volunteer work while on your overseas journey, you will not be covered under this policy. It is important that you read through and understand this policy wording (including the scope of cover and any conditions and exclusions) and your obligations. If you have any questions, please contact us. To help you understand what some words mean we have defined them in Section H Definitions. These words are shown in bold type. The use of the words includes or including in this policy does not limit what else is included. A2 About Southern Cross Travel Insurance Southern Cross Benefits Limited, trading as Southern Cross Travel Insurance (SCTI), is the insurer of this policy. Any reference to we, us or our in this policy, means SCTI. A3 Our contact details info@scti.com.au Website: Southern Cross Travel Insurance: Southern Cross Emergency Assistance: Post: GPO Box 3973, Sydney, NSW 2001, Australia Southern Cross Emergency Assistance is available, 24 hours a day, 7 days a week. All telephone calls to and from us and Southern Cross Emergency Assistance are recorded and kept secure. We do this for training purposes and to ensure that any information exchanged over the telephone can be easily verified. A4 Who can buy this policy You can only get cover under this policy, if you are: a) an Australian citizen or permanent resident; b) a New Zealand citizen or permanent resident who resides in Australia; or c) on a visa or permit which allows you access to all publicly funded health and disability services in Australia and is valid until after your end date of insurance, and you: a) are travelling to a destination outside of Australia and intend to return to Australia after finishing your journey (or each journey in the case of an Annual Multi-Trip Policy); b) have not already left Australia; c) are not travelling overseas with the intention of obtaining medical or dental treatment, cosmetic surgery or related advice; and d) have not been advised by a registered medical practitioner that you are not fit to travel. A requirement of this policy is that you must have access to a valid address in order for us to communicate with you on all matters relating to your policy, and an Australian bank account to receive any claim payment relating to your policy. Note: You do not need to have purchased a return ticket before your start date of journey, but you must intend to return to Australia on the completion of your overseas travel. A5 How to apply You can buy a TravelCare policy online at A6 Duty of disclosure When you apply for, extend or amend a policy with us, we will ask you a series of questions. When you answer these questions, you must declare everything you know, or which a reasonable person in the circumstances would be expected to know, for us to 1

5 decide: a) whether we will insure you; b) the amount we will charge you; and c) whether any special conditions will apply to your policy. Everyone who is insured under the policy must comply with this duty of disclosure. If you provide information on behalf of another insured, you are responsible for the accuracy and completeness of that information. If you (or they) do not comply with this duty of disclosure, we may refuse to issue a policy, reduce our liability for any claim and/or cancel your policy, or refuse to pay your claim or treat your policy as void from the beginning. This duty of disclosure applies until we: a) first enter into the policy with you; or b) we agree to a variation or extension with you. This does not remove or limit your obligations under any other sections of this policy including Section B7 New health events exclusion, to inform us of any changes to your health: a) between your start date of insurance and your start date of journey (on a Single Trip Policy); or b) prior to your start date of insurance and prior to the start date of journey for each journey (on an Annual Multi-Trip Policy). A7 Policy options With TravelCare you can choose either a Single Trip Policy or an Annual Multi-Trip Policy. The Single Trip Policy provides cover for a single return journey overseas, for up to 12 months. The Annual Multi-Trip Policy provides cover for an unlimited number of return journeys overseas, each no longer than the selected maximum trip duration, over a period of 12 months commencing on your start date of insurance. If you choose an Annual Multi-Trip Policy, the maximum trip duration you select must cover the length of your longest journey and will be stated on your Certificate of Insurance. You will not be covered for any journey that is longer than this duration. A8 Types of cover There is an Individual and a Family type of cover available on the Single Trip Policy and Annual Multi-Trip Policy. Individual applies to one adult or child, or one adult and any dependent children, all of whom are named on the Certificate of Insurance. If two or more children are travelling without an adult they must have separate Individual policies. Family applies to two adults, or two adults and any dependent children, all of whom are named on the Certificate of Insurance. If you have a Family Annual Multi-Trip Policy, the adults on the Certificate of Insurance can travel independently, however any dependent children named on the Certificate of Insurance are only covered if travelling with an adult named on the same Certificate of Insurance. The limits for the Single Trip Policy and Annual Multi-Trip Policy are shown in the coverage tables in Section D What is and isn t covered. A9 Destinations to cover For a Single Trip Policy, you must select all destinations you will be visiting on your journey, which you wish to be covered by your policy, except for transit stops of 24 hours or less where you remain in the airport. For the Annual Multi-Trip Policy, you must select all destinations that you will be visiting/or intend to visit during the 12-month cover period, which you wish to be covered by your policy, except for transit stops of 24 hours or less where you remain in the airport. The destinations you have selected, as well as any other countries which you are automatically covered for, will be shown on your Certificate of Insurance. You will not be covered for events or losses which occur in any destination not listed on your Certificate of Insurance. When selecting your destinations, you must check for Travel Warnings, as these may affect your cover. Please refer to Section F Travel warnings and Section E30 Travel advisory risk rating. A10 Cruises This policy automatically covers you to travel as a fare paying passenger, aboard: a) cruise ships (operated by an established and licensed passenger carrying service operator or tour operator); or b) charter vessels (where crew are included and which are operating in coastal waters). You must make sure your policy covers all destinations you will be visiting during your journey. For example, where the cruise or charter vessel starts, each destination the cruise or charter vessel docks at and where the cruise or charter vessel finishes. As this policy is for overseas journeys, cruises and charter vessels that travel solely within Australian territorial waters are not covered. Where a cruise includes travel within Australian territorial waters as part of a cruise itinerary that also includes travel overseas, cover is automatically provided under this policy (you cannot specify cover for Australia in the application process). However, if you have a medical related unexpected event which occurs while the cruise ship is within Australian territorial waters, you first need to seek treatment through Medicare and/or submit your claim through any other thirdparty services available to you, and/or any other insurer 2

6 before submitting a claim under your policy. A11 Length of cover Your cover commences under Section D2 Cancelling or changing your journey before you leave on your start date of insurance. Cover for all other sections of the policy commences on your start date of journey. Cover ceases on your end date of insurance. The maximum duration of a journey covered under a Single Trip Policy, including any policy extension agreed to, by us, is 12 months. The maximum duration of each journey covered under an Annual Multi-Trip Policy is the maximum trip duration selected. You can choose to have a 30, 60 or 90-day maximum trip duration on the Annual Multi-Trip Policy. If we evacuate you from your destination to Australia under Section D1.1 Medical and evacuation at our cost, your cover will end on the date you return to Australia. No premium is refundable under these circumstances. A12 How a natural event is covered Your policy does not provide cover for claims, related to or associated with any natural event (such as a snow storm or volcanic eruption) which starts before your start date of insurance. If the natural event affects travel-related transport, infrastructure, systems and services associated with your journey for 24 hours or less, then cover will resume under and in accordance with your policy when travel-related transport, infrastructure, systems and services (previously affected by that natural event), resume and operate normally for at least 24 hours. If the natural event affects travel-related transport, infrastructure, systems and services associated with your journey for more than 24 hours, then cover will resume under and in accordance with your policy when travelrelated transport, infrastructure, systems and services (previously affected by that natural event), resume and operate normally for at least 21 consecutive days. Depending on the scale of the natural event a whole or part of a country may not be covered. A13 Excesses You can choose to have a $0, $100 or $250 excess on your policy. The excess you select will be confirmed on your Certificate of Insurance. If you select an excess of $100 or $250, that excess will be payable once only per unexpected event except where the claim relates to a benefit under the following sections of this policy: a) Section D1.6 Funeral expenses/return of mortal remains; b) Section D6 Personal accident; c) Section D7 Personal liability; and d) Section D8 Rental vehicle excess. Where a claim relates to these sections an excess will not be payable. The excess will be deducted from any claim payment made to you. A14 Cancelling or changing your journey before you leave This policy automatically includes cover up to: a) $2,500 per journey (on the Individual type of cover); or b) $5,000 per journey (on the Family type of cover); for actual and reasonable losses incurred by you because of an unexpected event, if you have to cancel or change the dates of your journey before leaving Australia. When you apply for cover you have the option to pay an extra premium to increase this cover amount up to: a) $5,000, $10,000 or unlimited per journey (on the Individual type of cover); or b) $10,000, $20,000 or unlimited per journey (on the Family type of cover). Your Cancelling or changing your journey cover amount will be on a per journey basis and will be confirmed on your Certificate of Insurance. In determining the amount of cover you require, you should consider: a) the actual losses that may be incurred in the event of having to cancel or change the dates of your journey; and b) any refunds and credits you would be eligible to receive from third parties. Please refer to Section D2 Cancelling or changing your journey before you leave to find out details of cover, sub limits and the terms and conditions that apply. A15 Personal items This policy provides different cover for unspecified personal items and specified personal items. When you apply for cover you have the option to apply for cover for specified personal item(s) valued above $1,500. If we are able to provide cover for those specified items, you will need to pay an additional premium and they will be listed on your Certificate of Insurance. There are also some items that are not covered under this policy. Please refer to Section D4 Baggage and personal items for details. A16 Moped and motorbike cover There is no cover under any section of this policy (except Section D1.6 Funeral expenses/return of mortal remains) 3

7 where you are riding a moped or motorbike (whether as the driver or passenger). You do, however, have the option to select moped and motorbike cover during the application process. If you have selected this option, paid an extra premium, and had moped and motorbike cover confirmed on your Certificate of Insurance then you will have cover. For more details on what cover is provided (including the terms and conditions of cover) please see Section D9 Optional: Moped and motorbike cover. A17 Skiing and snowboarding cover There is no cover under any section of this policy (except Section D1.6 Funeral expenses/return of mortal remains) where you are on skis or a snowboard, or are on a mountain for the purpose of skiing or snowboarding. You do, however, have the option to select skiing and snowboarding cover during the application process. If you have selected this option, paid an extra premium, and had skiing and snowboarding cover confirmed on your Certificate of Insurance then you will have cover. For more details on what cover is provided (including the terms and conditions of cover) please see Section D10 Optional: Skiing and snowboarding cover. A18 Currency and GST All currency mentioned in this policy is in Australian dollars. The amount you are covered for (shown in the coverage tables in Section D What is and isn t covered) includes any applicable taxes or duties. A19 How we work out your premium When you apply for your policy, you will be advised of the premium. The premium is based on a number of factors, including: a) the number and age of people covered; b) your destinations covered; c) the length of cover; d) the length of time between your start date of insurance and start date of journey (on the Single Trip Policy); e) your policy option; f) your excess; g) your maximum trip duration (on the Annual Multi-Trip Policy); h) if you have added any specified personal item(s) and the value of those item(s); i) your Cancelling or changing your journey before you leave cover amount; j) if you have selected Skiing and snowboarding cover ; k) if you have selected Moped and motorbike cover ; and l) if you have selected to cover any pre-existing medical condition(s). Your total premium will include government taxes or levies (stamp duty and Goods and Services Tax (GST) if applicable. Payment of the premium is acceptance of this policy wording. A20 Confirming your cover If we accept your TravelCare application, we will send you an confirmation that includes: a) a copy of this policy; b) your Certificate of Insurance, which sets out details of your policy and the extent of that cover (if applicable); and c) any special conditions applying to your policy (including any Endorsements to your Certificate of Insurance). Together, these documents form your policy. A21 Policy communications We will send all communications about your policy by , to the address you have provided to us. The shall be considered to be delivered to you on the day the notification is sent. A22 Extending your cover If you choose to extend your journey, you can request an extension of your policy by ing info@scti.com.au prior to your end date of journey. If you have a Single Trip Policy, no extension will be granted once your end date of insurance has passed. If you have an Annual Multi-Trip Policy, no extensions will be granted. Any events that occur prior to the date of any extension being issued will not be considered as an unexpected event and no cover will apply. If, after your start date of journey, your return to Australia is: a) delayed due to an unexpected event; and b) we have confirmed cover under this policy, your period of insurance will be extended at no extra charge until you are reasonably able to return to Australia, subject to any limitations set out in this policy. A23 Changing your policy Any change to your policy that you request will be at our discretion and we are not obligated to accept any change requested by you. 4

8 If we do accept a change request by you, we will advise you of any additional premium payable and confirm the change by ing you any special conditions (including on an updated Certificate of Insurance and/or on an Endorsement to your Certificate of Insurance). Any change to your policy will only take effect once we have received any additional premium requested by us and we have notified you of the change by . Section A6 Duty of disclosure will apply. In some cases, we will need to issue a new policy. A24 Cooling-off period If you are not completely satisfied with the terms and conditions of your policy, provided you have not made a claim you may cancel your policy within 14 days of your: a) start date of insurance (on the Single Trip Policy); or b) issue date of insurance (on the Annual Multi-Trip Policy), but prior to your first start date of journey and receive a full refund. To cancel your policy visit A25 What happens if you cancel your cover after the cooling-off period If on a Single Trip Policy you cancel your policy later than 14 days after your start date of insurance but prior to your start date of journey, you are entitled to a refund, less a $35 cancellation premium. If on an Annual Multi-Trip Policy you cancel your cover later than 14 days after your issue date of insurance but prior to your start date of insurance, you are entitled to a full refund. You cannot cancel your policy if you have made a claim. No premium is refundable once a claim is made or after your: a) start date of journey (on the Single Trip Policy); or b) start date of insurance (on the Annual Multi-Trip Policy). To cancel your policy, visit A26 When we may void or cancel your cover or reduce our liability to you If at any time you have: a) failed to comply with your Duty of disclosure ; b) made a misrepresentation to us; c) given us false information, documentation or statements; d) defrauded or attempted to defraud us; e) failed to comply with a relevant provision of the policy; or f) failed to notify us of matters as required by the policy, we may: a) void the policy from the beginning or cancel the policy; and/or b) reduce our liability to you for any claim. If we void or cancel the policy for any of these reasons, we will do so by giving you notice by not less than 3 business days prior to cancelling your policy, and: a) we may not pay or reimburse claims; b) we may retain any premium paid; and c) your cover and the cover of all insureds listed on your Certificate of Insurance will end. A27 Following instructions We may not pay or reimburse any claim where our directions or instructions or those of Southern Cross Emergency Assistance have not been followed. A28 Our discretion The issuing of this policy is at our sole discretion. We may decline to offer cover or choose to offer cover on different terms and conditions, regardless of whether cover has been offered previously. Any special terms and conditions that you receive in writing from us (including on your Certificate of Insurance and/or on an Endorsement to your Certificate of Insurance) will apply in addition to the terms and conditions contained in this policy wording. A29 Incomplete, false or misleading information If any information given to us is incomplete, false or misleading or you make a fraudulent claim: a) this policy shall become void; b) no claims will be payable; and c) we may take legal action against you. A30 Australian law applies The law of New South Wales, Australia shall apply, and the Courts of New South Wales, Australia will have exclusive jurisdiction in respect of any litigation in relation to this policy. If the Financial Ombudsman Service (FOS) Australia (prior to 1 November 2018) or Australian Financial Complaints Authority (AFCA) (from 1 November 2018), other administrative body or Court decide that any part of this policy is illegal, void or unenforceable, this does not mean that the remaining parts of this policy cannot be enforced. 5

9 A31 How to make a claim To submit your claim please go to and enter the main policyholder s details to get your claim number, tell us about your claim, then post your supporting documents to us. A32 When to make your claim Claims must be submitted to us as soon as practicable after the unexpected event giving rise to the claim. If we require additional information, we will advise you of this. A33 What to provide with your claim You must provide all reasonable assistance, information and co-operation requested by us, including all necessary documents that we reasonably request (including sufficient evidence that is necessary to substantiate your claim, to our reasonable satisfaction). This may include all relevant original receipts and documents where available, and as reasonably requested by us including without limitation: a) proof of refunds; b) translations; c) repair reports; d) reports from a registered medical practitioner; e) death certificates; and/or f) reports from police, airline, travel agent or other relevant authorities. Your right to make a claim is subject to, and conditional on, you providing all authorisations which we are required to obtain to comply with privacy law, codes of practice or as required by other law applying in Australia and elsewhere. These authorisations can relate to the collection, holding, use and disclosure of information, which we require to investigate and verify your claim. Please see our privacy statement at for more information. It is your responsibility to get the appropriate authorisation from all third parties to obtain and provide this information to us. Photocopied, faxed or scanned documents will only be accepted if first agreed to by us. accommodation expenses, they must be of the same nature and class as originally purchased and cannot be upgraded without our prior written approval. You must also demonstrate that you have acted in a reasonable manner and taken all reasonable steps to prevent loss and minimise any claim made under your policy in Section D Coverage tables, or the whole or part of your claim may not be paid. The maximum amount we will pay or reimburse for any claim made under any section of this policy is the section limit specified in the coverage tables in Section D Coverage tables subject to any applicable sub limit(s). If all or part of any valid claim is covered by another source, including any travel, sickness, accident, health, or income protection insurance policies, banks and/or credit card providers, or you are eligible to receive any refunds, credits, rebates or discounts, then you must provide us with those details and we will only pay or reimburse the difference. If you can claim against anyone else, you must claim against them first before we will consider covering the difference. This condition does not apply to Section D6 Personal accident. A35 Subrogation We have a right of subrogation and may, at our cost and in your name, take any action available to recover compensation from another party in respect of a claim. You must assist us in providing information about any third parties who we may recover a claim from and/or in any legal proceedings. You must tell us if you take legal proceedings. A34 Other conditions relating to a claim You may not claim for more than your actual costs. You cannot become better off financially due to a claim. If you make a claim for additional travel and 6

10 A36 Summary of benefits This table summarises the benefits that this policy offers. For more details on what you are covered for and the exclusions and conditions that apply please ensure you read the relevant sections of your policy. Some of the sections have sub limit(s) for particular types of claims. Where the section has no sub limit(s), the section limit(s) apply. Section limits Section Type of cover Maximum cover amount in AU$ D1 D2 D3 Medical and evacuation Excess applies (except for Funeral expenses/return of mortal remains benefit) Cancelling or changing your journey before you leave Excess applies Changes to your journey once you have left Excess applies Individual Family UNLIMITED COVER for unexpected events that arise on your journey Individual $2,500 per journey or the amount selected 1 Family $5,000 per journey or the amount selected 1 Individual Family $50,000 per journey $100,000 per journey D4 Baggage and personal items Excess applies Individual Family $25,000 per journey $50,000 per journey D5 Cash, bank cards, travel documents and passports Excess applies Individual Family $1,000 per journey $2,000 per journey Individual (16-80 years 2 ) $25,000 per journey D6 Personal accident Individual (15 years or under, or 81 years or over 2 ) Family (16-80 years 2 ) $1,000 per journey $50,000 per journey Family (15 years or under, or 81 years or over 2 ) $1,000 per journey D7 Personal liability Individual Family $1,000,000 per journey D8 Rental vehicle excess Individual Family $5,000 per journey D9 Optional: Moped and motorbike cover 3 Excess may apply - check the relevant section of the policy for further details Individual Family As per relevant section 3 D10 Optional: Skiing and snowboarding cover 4 Excess may apply - check the relevant section of the policy for further details Individual Family As per relevant section 4 1 If you have selected to pay an extra premium to increase this cover amount, the amount you select will be stated on your Certificate of Insurance 2 Age as of your start date of insurance 3 If selected, you will have cover under sections D1, D3, D4, D5, D6 and D8 of this policy where an unexpected event arises while you are riding a moped or motorbike (whether as the driver or passenger) while on your journey. Maximum cover amounts will be as per the maximum cover amounts set out in each relevant section 4 If selected, you will have cover under sections D1, D3, D4, D5, D6, D7 and D8 of this policy where an unexpected event arises while you are skiing or snowboarding while on your journey. Maximum cover amounts will be as per the maximum cover amounts set out in each relevant section 7

11 Sub limits Section Type of claim Sub limits that apply in AU$ D1 Medical and evacuation D1 Directly or indirectly related to terrorism $100,000 per journey D1.2 Emergency dental treatment $750 per person, per journey D1.3 Cash allowance whilst in hospital (after 72 hours) $100 per complete 24 hour period, up to $3,000 per person, per journey D1.5 Accompanying person $5,000 per journey D1.6 Funeral expenses/return of mortal remains $15,000 per deceased person D2 Cancelling or changing your journey before you leave D2 D2 Relating to frequent flyer points (used to purchase a transport ticket) Relating to an existing condition of a relevant person Up to the lower amount of: a) the Cancelling or changing your journey cover amount as confirmed on your Certificate of Insurance; or b) the equivalent amount if your frequent flyer points were redeemed as a dollar value; or c) the equivalent amount as advised by the transport provider if your frequent flyer points were redeemed without a dollar value; or d) the amount charged for the frequent flyer points company to reinstate the frequent flyer points; up to a maximum of $5,000 per journey The Cancelling or changing your journey cover amount as confirmed on your Certificate of Insurance up to a maximum of $5,000 per journey D2.2 Delayed journey to a special event The 'Cancelling or changing your journey' cover amount as confirmed on your Certificate of Insurance, up to a maximum of $3,000 per person, $6,000 per journey. A claim can only be made under Section D2.2 or Section D3.3 combined to $3,000 per person, $6,000 per journey D3 Changes to your journey once you have left D3 Relating to frequent flyer points (used to purchase a transport ticket) Up to the lower amount of: a) the equivalent amount if your frequent flyer points were redeemed as a dollar value; or b) the equivalent amount as advised by the transport provider if your frequent flyer points were redeemed without a dollar value; or c) the amount charged for the frequent flyer points company to reinstate the frequent flyer points; up to a maximum of $5,000 per journey D3 Relating to an existing condition of a relevant person $2,500 per person, $5,000 per journey D3.1 Travel interruption (after 12 hours delay) D3.3 Delayed journey to a special event $30,000 per journey, or qualifying expenses incurred within the first 30 days you are delayed after the 12-hour interruption, whichever is lower $3,000 per person, $6,000 per journey. A claim can only be made under Section D2.2 or Section D3.3 combined to $3,000 per person, $6,000 per journey D4 Baggage and personal items D4.1 D4.1 D4.1 D4.2 D4.3 Unspecified jewellery (or pair or set) and watches. Depreciation applies Unspecified laptops, personal computers, tablets, cameras (including related accessories). Depreciation applies Other unspecified items (or pair or set of items) including related accessories. Depreciation applies Specified items (or a pair or set) including related accessories (in each case inclusive of accessories as a set of equipment items) Baggage delay (after 12 hours delay) during your overseas journey Up to a maximum for all items of $2,500 per journey $3,000 per item, up to a maximum for all items of $10,000 per journey $1,500 per item $10,000 per item, up to a maximum for all items of $15,000 per journey $1,000 per person, $5,000 per journey D4.4 Essential medication $500 per person, per journey D5 Cash, bank cards, travel documents and passports D5.1 Cash $500 per journey D6 Personal accident D6.1 Loss of income (16-80 years 1 ) $6,500 per person (up to $500 per week), $13,000 per journey D6.1 Loss of income (15 years or under, or 81 years or over 1 ) Up to $500 per week, $1,000 per journey 1 Age as of your start date of insurance 8

12 Section B Cover for health conditions B1 What is a pre-existing medical condition? A pre-existing medical condition is any illness or injury of any person named on your Certificate of Insurance, which that person is aware of, or a reasonable person in that person s circumstances ought to have been aware of, which in the last 3 years prior to your: a) start date of insurance (on the Single Trip Policy); or b) issue date of insurance (on the Annual Multi-Trip Policy), that person has sought, received, been recommended or is waiting for: a) advice from a health professional; b) tests, investigations or specialist consultations; c) care, treatment, or medical attention including surgery; or d) medication or a script for medication, whether or not a medical diagnosis has been made. If you don t tell us about ALL your pre-existing medical conditions, it could affect your cover. B4 When you can choose to tell us about your pre-existing medical condition If you have a pre-existing medical condition that is NOT a heart, vascular or lung illness or Type 2 diabetes, you can decide whether you want to tell us about these pre-existing medical conditions when you apply for cover. If you do wish to apply to cover one or more of your pre-existing medical condition(s) you must: a) complete the online medical assessment during the application process; and b) tell us about ALL of your pre-existing medical conditions. If you do wish to apply for cover for your pre-existing medical condition(s) and you don t tell us about ALL your pre-existing medical conditions, it could affect your cover. B. Cover for health conditions B2 Cover for pre-existing medical condition(s) This policy doesn t automatically cover pre-existing medical conditions. However, we may be able to offer you cover for your pre-existing medical conditions once you have carried out an online medical assessment. To help you complete the medical assessment we have split pre-existing medical condition(s) into two types: a) heart, vascular or lung illness or Type 2 diabetes; and b) any other pre-existing medical condition. There will be some pre-existing medical conditions that we are unable to offer cover for. B3 When you must tell us about your pre-existing medical conditions If you have any heart, vascular or lung illness or Type 2 diabetes you must tell us about these, as well as any other pre-existing medical conditions that you may have when you complete the online medical assessment during the application process. B5 Medical assessment outcome and choices If we do offer to cover your pre-existing medical condition(s) you can choose to: a) accept our offer and pay any additional premium. Once we have received any additional premium you will receive an from us confirming cover for your pre-existing medical condition(s), which will be listed as covered condition(s) on your Certificate of Insurance; or b) decline our offer. You won't need to pay any additional premium and we will not pay any claims, costs or losses under any section of this policy, directly or indirectly arising from, related to or associated with your pre-existing medical conditions. The exception to this is that your pre-existing medical condition(s) are covered under Section D1.6 Funeral expenses/return of mortal remains (unless a terminal condition is confirmed before your start date of journey). If we tell you that we are unable to offer you cover for your pre-existing medical condition(s) then we will not pay any claims, costs or losses under any section of this policy, directly or indirectly arising from, related to or associated with your pre-existing medical conditions. The exception to this is that your pre- 9

13 existing medical condition(s) are covered under Section D1.6 Funeral expenses/return of mortal remains (unless a terminal condition is confirmed before your start date of journey). Once we have issued your policy, you cannot add cover for any other pre-existing medical condition(s). B6 Undiagnosed health condition(s) As we can't assess: a) your undiagnosed pre-existing medical condition(s); or b) any new undiagnosed illness or injury that occurs between your: i) start date of insurance and your start date of journey (on the Single Trip Policy); or ii) issue date of insurance and your first start date of journey, or prior to your start date of journey for each journey (on the Annual Multi- Trip Policy), we cannot offer cover for these health conditions and we will not pay any claims, costs or losses under any section of this policy, directly or indirectly arising from, related to or associated with (a) and (b) above. The exception to this is that your undiagnosed pre-existing medical condition(s) and any new undiagnosed illness or injury are covered under Section D1.6 Funeral expenses/return of mortal remains (unless a terminal condition is confirmed before your start date of journey). B7 New health events exclusion If you have any change to your covered condition(s) (including without limitation, any change in the prognosis of a covered condition) or develop any new illness or injury between your: a) start date of insurance and your start date of journey (on the Single Trip Policy); or b) issue date of insurance and your first start date of journey, or prior to your start date of journey for each journey (on the Annual Multi-Trip Policy), then we will not pay any claims, costs or losses under any section of this policy, directly or indirectly arising from, related to or associated with that change to your covered condition(s) or that new illness or injury. The exceptions to this are: a) that illnesses or injuries are covered under Section D1.6 Funeral expenses/return of mortal remains (unless a terminal condition is confirmed before your start date of journey); and b) where we agree to cover the change to your covered condition(s) or new illness or injury. You must call us and tell us about it so we can carry out a medical assessment and let you know if we are able to offer you cover and if so, the amount of additional premium that may be payable and any special terms and conditions that may apply. Any further deposits or payments made in relation to your journey after you become aware of: a) any change to your covered condition(s) (including without limitation, any change in the prognosis of your covered condition); or b) any new illness or injury, are at your own risk and may not be covered under your policy. B8 Your cover if you are on a waiting list or scheduled to receive a procedure You will not be covered under Section D2 Cancelling or changing your journey before you leave or Section D3 Changes to your journey once you have left for any claims, costs or losses directly or indirectly arising from, related to or associated with healthcare services and procedures (including overnight or day surgery), which you were on a waiting list for, or scheduled to receive, prior to your start date of insurance. This applies even if your health conditions are listed as covered condition(s) on your Certificate of Insurance or an Endorsement to your Certificate of Insurance. B9 Cover for the health of relevant person(s) It is important that you consider the health of a relevant person(s) when you arrange your travel insurance as there is limited cover available for unexpected events that relate to a relevant person, provided under Section D2 Cancelling or changing your journey before you leave and Section D3 Changes to your journey once you have left. 10

14 Section C Cover for pregnancy This policy automatically provides cover for costs or losses relating to pregnancy up to and including the 20th week providing the pregnancy was without complication prior to your start date of insurance. This includes: a) pregnancy (single); b) pregnancy (multiple, for example twins or triplets); and c) pregnancy through fertility treatment. We will pay for emergency medical treatment if the claim is for costs or losses arising as a result of medical complications only (including early child birth where relevant). We will not pay for any claims, costs or losses directly or indirectly arising from, related to or associated with: a) common pregnancy symptoms including breast tenderness, constipation, fatigue, frequent urination, heartburn and nausea (morning sickness); or b) any pre-existing medical condition(s) relating to pregnancy (for example pre-eclampsia, recurrent miscarriage (i.e. three or more miscarriages), small for date baby and postnatal depression) that are not covered condition(s). For more information about pre-existing medical conditions please refer to Section B Cover for health conditions. C. Cover for pregnancy 11

15 Section D What is and isn t covered D1 Medical and evacuation D1 Coverage table Maximum cover limits in AU$ Type of cover Individual Family Excess Single Trip Policy or Annual Multi-Trip Policy UNLIMITED COVER for unexpected events that arise while on your journey. Sub limits apply Applies except for Section D1.6 Funeral expenses/return of mortal remains benefit Section Type of claim Sub limits that apply D1 Directly or indirectly related to terrorism $100,000 per journey D1.2 Emergency dental treatment $750 per person, per journey D1.3 Cash allowance whilst in hospital (after 72 hours) $100 per complete 24 hour period, up to $3,000 per person, per journey D. What is and isn t covered D1.5 Accompanying person $5,000 per journey D1.6 Funeral expenses/return of mortal remains $15,000 per deceased person When to contact us for prior approval If you: a) need to be admitted into a hospital; or b) require a surgical procedure/treatment; or c) at any time become aware, or anticipate your medical or related expenses will exceed $2,000; you or someone acting on your behalf, must contact Southern Cross Emergency Assistance for prior approval as soon as practicable. Please note we may not be liable for any losses that arise as a result of you, or someone acting on your behalf, not contacting Southern Cross Emergency Assistance for prior approval as soon as practicable. When to pay and claim If you need to visit a registered medical practitioner for a consultation or a registered dentist for emergency dental treatment, and you do not require hospitalisation or any further medical treatment during your journey you DO NOT need to contact Southern Cross Emergency Assistance. Instead simply pay your account and submit a claim to us with your supporting documents. Medical standards or services We are not responsible for the medical standards or services overseas and you acknowledge and accept that different places, countries, facilities and service providers may have lower medical standards and services than in Australia. 12

16 D1.1 Medical and evacuation If as a result of an unexpected event, you require medical treatment during your journey, we will pay or reimburse you an amount, up to the amount stated in the Section D1 Coverage table, for actual and reasonable medical expenses incurred, or arrange payment for a qualifying hospitalisation claim. If we have confirmed that your medical expenses are covered, and you are deemed medically fit to travel by a registered medical practitioner, we can evacuate you, at our cost, to Australia or to another country as specified by us for further treatment. Conditions of cover There is no cover if: a) you decline to be evacuated in accordance with our instructions. In this instance, you will only be covered for medical expenses incurred up to the date and time that we required your evacuation. We will not pay or reimburse you for any claims, costs or losses directly or indirectly arising from, related to or associated with: a) any medical or related expenses relating to your hospital admittance or surgical treatment that arise because of you, or someone acting on your behalf, not contacting Southern Cross Emergency Assistance for prior approval as soon as practicable; b) specialist treatment (including physiotherapy and chiropractic treatment) without a referral from a registered medical practitioner; c) check-ups, self-prescribed medicine, treatment for infertility, maintenance examinations for preventative medicine, preventative treatment (including contraception and vaccines), and convalescence for treatment of a condition not detrimental to your health; d) anything mentioned in Section D1.7 Other losses we don t cover; or e) anything mentioned in Section E General exclusions. D1.2 Emergency dental treatment If as a result of an unexpected event, you require emergency dental treatment during your journey, we will pay or reimburse you, for actual and reasonable expenses incurred up to the amount stated in the Section D1 Coverage table, for emergency dental treatment during your journey that is: a) for the relief from sudden and acute pain by the application of antibiotics, temporary dressings or extraction; or b) injury to your teeth (providing this is in conjunction with sudden and acute pain). We will not pay or reimburse you for any claims, costs or losses directly or indirectly arising from, related to or associated with: a) check-ups, preventative treatment, normal dental wear and tear, normal maintenance of dental health, tooth decay/dental cavities, any treatment resulting from a lack of regular dental maintenance and/or hygiene, or (except to the extent that is necessary to treat any injury claimed under Section D1.2 Emergency dental treatment) dental bridges, dental restoration work, caps, crowns, precious metal costs, pins, fittings, fillings or root canals; b) anything mentioned in Section D1.7 Other losses we don t cover; or c) anything mentioned in Section E General exclusions. D1.3 Cash allowance whilst in hospital If you are required to remain in hospital overseas for more than 72 hours continuously, then as long as we have confirmed: a) we will cover your medical expenses under Section D1.1 Medical and evacuation; or b) we would have covered your medical expenses under Section D1.1 Medical and evacuation but instead this is covered under public funded services (including where you are in a country that has a reciprocal health agreement with Australia), we will pay you, up to the amount stated in the Section D1 Coverage table. We will not pay you for any claims, costs or losses directly or indirectly arising from, related to or associated with: a) any claim for medical expenses not accepted by us; or b) anything mentioned in Section E General exclusions. D1.4 Extra travel and accommodation 13